Quentin Zoo Hotel

Upon arrival, the room initially appeared to be in good condition. However, after using the shower, we discovered there was a huge unreasonable gap beneath the shower door which allowed a significant amount of water to flow out onto the bathroom floor. We only realized the extent of the issue after finishing our showers, at which point much of the bathroom floor was flooded. As it was late, we used towels to contain the water and went to sleep. The following morning, we woke to find even more water in the bathroom, this time concentrated around the toilet area. We could see water coming down the wall, which led us to believe there might be a burst pipe or a serious leak within the wall. We reported this to reception at approximately 12:30 PM before leaving the hotel for the day. When we returned around 11:00 PM, we found that the window in our room had been left wide open, despite outside temperatures being around 0°C. The room was extremely cold. In addition, there was once again water on the bathroom floor around the toilet. As we were exhausted, we used more towels to manage the water and tried to rest. The next morning, we reported the issue again to the same receptionist. We were told that we were “supposed to turn on the bathroom heating” to prevent water from coming through the walls. This was NEVER communicated to us at any point during our stay. Furthermore, we were unable to find any visible control or instructions for a bathroom heater in the room. That day we checked out so there was really nothing we could do to test this out anyways. We also questioned why the window had been left fully open for many hours in freezing temperatures. We were told this was done for ventilation after cleaning the water earlier that day. I would like to note that there was no particular smell of the water so there was no reason to leave it open for almost 12 hours!! However, leaving a window wide open for such an extended period in winter made the room uncomfortably cold and was not reasonable, especially without ensuring the heating remained on. We were further told the heater had been turned off later because we had left it off earlier, which does not justify leaving the room unheated while the window was open. (They supposedly told us that they turned on the heating while the windows were open, and then they turned off the heating at around 4 PM. And they didn’t think to close the window at that time at least? Something doesn’t make sense) These issues significantly impacted our comfort, rest, and overall experience. We do not feel that the room met acceptable standards, and the situation was not handled appropriately. We contacted booking to receive an appropriate refund and booking said that the hotel didn’t comply so they couldn’t give us a refund!!!! We were staying 2 nights in a flooded bathroom where the water was coming in the actual room since the was also a gap underneath the bathroom door. Yeah that wasn’t fun.